Deck 7: Insight Into Emerging Trends in Customer Service

Question 1

Explain the concept of one-to-one opportunities with employees.

Answer 1

See "One-to-One Opportunities with Internal Customers."

Question 2

Discuss the economic impacts of the changing marital and ethnic face of the market.

Answer 2

See "Social and Economic Shifts Impacting Customer Service."

Question 3

Three particular areas of change are having significant impact on customer service and loyalty: personalization, technology, and globalization.

Answer 3

True

Question 4

The future of customer service is likely to focus on:

A) increased personalization and awareness of changing demographics.
B) decreased individualization.
C) increased mechanization.
D) none of the above

Question 5

Further applications of technology are likely to drive customer service in the future.

Question 6

Point-of-sale electronic data-gathering devices allow:

A) tracking of individual preferences.
B) customizing services and products to meet customer needs.
C) both A and B
D) neither A nor B

Question 7

Television may soon allow interactive advertisements for consumers to respond to ads instantly.

Question 8

Customized messages mean that:

A) customers can control the ads they see.
B) all consumers in one demographic can be given the same message without crossover to an unrelated demographic.
C) both A and B
D) neither A nor B

Question 9

Market share means the portion of:

A) spending within an industry that a business commands.
B) the market that a business commands.
C) a customer's spending that a business commands.
D) none of the above

Question 10

Customer share means the:

A) portion of spending within an industry that a business commands.
B) portion of the market that a business commands.
C) portion of a customer's spending that a business commands.
D) none of the above

Question 11

Another term for share of the customer is "share of the budget."

Question 12

Keeping notes on customers and employees that you can later use in conversations is:

A) cheating.
B) smart.
C) intrusive.
D) all of the above

Question 13

Today's workforce has:

A) higher education.
B) more two-income families.
C) more single parents.
D) all of the above

Question 14

The fastest growing population in the United States today is

A) Canadian.
B) Asian.
C) European.
D) Hispanic.

Question 15

Females are estimated to account for what percentage of buying decisions?

A) 38%
B) 85%
C) 69%
D) 15%

Question 16

Key changes in customer demographics include

A) aging population.
B) increasing mobility.
C) increased globalization.
D) all the above